Discount Travel & Tours

Customer is speaking MANY untruthful statements, and I am pained by the fact the Revdex.com just allows this to take place with no sort of filtering or auditing, but that appears to be their policy I verified customer was not told we are "ignoring" him and in fact we call customers back as quickly as we are able and in a timely fashion I also did not ask to remove the complaint, only to mark as resolved and to remove the comment which really has NO factual information and simply is derogatory - again surprised the Revdex.com makes NO effort to patrol this and basically allows anybody to make any sort of comment about any business I have no issues with factual information being addressed, but do have issues with posts that are of this nature as I would hope most people would In fact my support staff JUST was talking with the customer today and customer was stating that he wanted to work through the problem that he is experiencing which of course we are happy to do The problem is that we need to be able to see the issue to help resolve the issue and have had problems with that Customers call today was while not on site and that makes it impossible to help troubleshoot through this He stated he will call in later today and hopefully we will be able to work with him on the problems he is experiencing

[redacted] , we are very sorry to hear that you are having issues with the serviceI do see that you have an open issue with our tier customer support staff that is being worked onPlease continue working with them and I am sure we will be able to assist with this issueI do see that we reached out as recently as 6/and that 5/we had received feedback the service was working good from youOur office number is toll-free ###-###-#### and our support staff will be happy to work on the issues you are experiencingThanks!

I am still waiting for an answer on why the service is so poor during peak hours? Is someone actually processing all the data collected or what is going on? I should not have to wait until everyone else is in bed before I can use the internet service I am paying for

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.This man does not tell the truthI have worked with and waited and support cant find a solution and none was offered They can't provide working service with usable speeds during peak hours They are usually not available to take calls and have not called me back eitherThe lady at customer support says she can see they have been ignoring me He has agreed to let me out of my useless contract if I remove my Revdex.com complaintThat won't happenThis company is over sold and if you listen to his last comment not capable of servicing their equipment I guess I bought and installed a US Cellular router and the service is fantastic and cost $a month lessMy suggestion to anyone sick of listening to Excel net lies and excuses is to go through US cellular for all their internet needsThe only solution so far is to remove my service and make me pay out to the end of the contract or I was told if I remove my Revdex.com report he would let me out of the contractNo repair solution was ever offered or given and all the test ran are of no value

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
I was in fact told by customer service they could see all my phone calls and the girl said it looks like my concerns were being ignored as very little return response was shown. I feel sorry for all the people that work for this guy. Please look at the other complaints by people on the Revdex.com Site about this company. I'm not the only one that has had problems with him then he makes excuses.  My internet is still not working right this evening. I got home after 7:00 and all customer techs are gone for the day again. I will try to call before 7:00 on Wednesday. Speed test this evening is attached . Less than 50% of what I am paying for however it is 10 times faster than it was a few days ago but it does usually get better after 9:00. If you think I am a Liar sue me. I have my wife listen on the phone while I am talking with your staff. Ask your staff about that? I had her say hello to prove she was listening and can back up what I'm saying. You sir are a liar and I am disgusted by the fact the Revdex.com allows customers like this to be paid customers to protect them. You should have a F rating. Go read the reviews by other customers. Either we are all liars or you are.

Attached is the service agreement that was entered into between Excel.Net and the customer.  Excel.Net allows customer the choice of a 1-3 year term for service and as part of that reduces a portion of the installation costs based on the term selected.  In this case the customer selected a 3 year term for service.  We base our costs and monthly fees on the fact that customers will be with us a minimum of the amount of time selected.  If not, we need to recover costs involved with providing this service and that is handled through the early termination charges.  Our service is near line of sight (NLOS) and therefore is not available at every location.  Customer moving does not negate the contract with us and we did try to move the service to new location, but was not available.  The other option would have been to have the new tenants at the old location take over the existing service, but that was not done either and equipment was taken down.  This therefore is no longer an option as it would require installation again at this point and the associated costs which created the charges we are discussing in the first place.The other person listed in the account did stop in and was given the early termination charges that are on the account, which are approximately $483.00 in addition to the current $100.52 balance on the account.  There is an open ticket in our system for this and they should simply contact our billing department at ###-###-#### during their hours which are Mon - Fri from 8am - 5pm to disucss payment.   Thanks

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Thank you to the Revdex.com for trying to be an intermediary.  We disagree with Excel.net noting they only blame us for the continued lack of functional performance (being able to download, watch movies uninterrupted, etc).  We were simply not able to consistently experience their advertised functionality even when the speed of communication measured by the web site they recommended with our equipment working in conjunction with their equipment was near their designated speed.  We are at an impasse.
Regards,
[redacted]

This account was never told they would receive credit for their service and any perceived issues have yet to be worked on.  Our support staff has MANY times tried to contact this customer to look into issues they are stating, but they are NEVER available to work with us.  We are more than...

happy to help the customer determine the issue, but this will require them to work with our support staff.  E-mail that it is not working from their end really does no good as it could simply be their router flaking out.  We have monitored the radio for more than 24 hour periods and see no issue.  If customer would like to work with our support great, otherwise there is little we can do for them to determine the cause of the problem.  We have routinely been left harassing / threatening voice mail messages from this account, but continue to try and work with them.  Customer demands to work with [redacted], but seeing that they never work with support this has been declined as support is not what my focus is.Here is an e-mail that we sent to the customer asking them to work on their problems in response to another message stating they only would work with [redacted]:Justin: I have received the calls that you left about your account and am very aware of the account as it has been looked at internally MANY times.  I checked and currently there is not even a ticket open for the account, so if you are experiencing issues please feel free to contact our 24 x 7 x 365 support that is available and should they not be able to resolve the issue it will get escalated to our Tier 2 support staff.  The issue has been that we have tried MANY times to work on the account, but nobody is there to work on things.  I would like to address some of the concerns left on the message:1.       No web site should take 90 seconds to load and certainly not with the wireless connection that you have.  I would suggest potentially another browser or computers that you use to try this with and make sure it is hard wired into your router for optimal connections.  If you have any sort of antivirus software and/or firewalls I would also consider making sure they are fully patched and updated as well as they could be interfering.2.       You mentioned pings in the 150ms range.  I just took 1000 pings to our radio at your home during “peak” traffic and received the following results:               1000 packets transmitted, 1000 received, 0% packet loss, time 100855ms              rtt min/avg/max/mdev = 8.989/33.870/111.425/13.920 msThis would show that the average ping was 33.8ms over the 1000 packets which is definitely an acceptable number and there was NO packet loss on the link.  Not exactly sure what device you have hooked up to our radio at this point, but by MAC address it appears to be Cisco-Linksys.  You might want to check the router for updates and additionally if this is a dual band router disable the 5GHz band to insure it is not interfering with the radio providing your Internet service.3.       You mentioned jitter in the 45ms range which is definitely acceptable for a VoIP connection that is configured as needed.  You of course will want to setup QoS on your router and prioritize this traffic over the rest of the traffic on your link.  Additionally you equipment should have a jitter buffer to compensate for reasonable swings and may need to be properly configured as well.  Here is a reference showing jitter under 100ms should be fine: [redacted]Please feel free to give our technical support a call so that they can assist you further in determining the root cause of the issues that you are experiencing.  Thanks!

Here is the same response sent to another organization the customer sent complaint to.  The problem here is Revdex.com is wide open and will allow anybody to post whatever (at least from the customer side of things).  We will NOT post any further replies after this as we were "warned" by the...

customer they would post this all over.  We have attempted to discuss this with the customer, but both parties have different ideas on what is happening.As the customer did mention we switched them from an older service to our current 5G service on October 28, 2014.  While they did have service prior to that it still did require our installation team to go out to the location, swap the outside and inside hardware as customer mentions, align / test the system for optimal connection and then setup the customer on this new service.  Excel.Net treats this switch the same as a new installation as it can require all of the components of a new installation.  The rates that we have published for the services of course are a blended average of the costs we incur because it was found that customer preferred this.  If we can tell them it will be $xxx.xx to install versus it will be $xx.xx per hour and we expect ABOUT x hours they are a bit more hesitant.  So while some jobs may complete more quickly, others do not and we have factored all of this in when determining the costs.  Even at that the ACTUAL costs involved with the installation are FAR greater than what we charge up front.  We are just assuming that these costs can be factored into the monthly billing that a customer pays for the 1 - 3 years that they contracted for.  If they terminate early we have an early termination charge to help recover these actual installation costs.Prior to the installation team being sent to their home for the upgrade we they worked with one of our schedulers to discuss the procedure and to go through the process with them.  We use an automated scheduling template / form that requires the schedule to fill in information and check off each of the items to discuss with the customer to complete this process.  This is included in its final format that is included with the other paperwork for the install teams.  During discussion of service plans and contract length  the scheduler also discusses that if the contract length is not met there are early termination charges associated with this.  So customer was aware of the costs involved prior to our being on site.We also have a service information sheet that the customer would have filled out the day the installers were on site and this is on file, though no forms included to protect identity.  The customer selected for the 3 Year service options which allows for FREE installation of the service and again the early termination charges are outlined on this form right in the same section where the FREE was selected.  At the bottom of the form the customer signed and dated the agreement.  The last item is the operating agreement that in conjunction with the service information sheet forms the entire agreement between Excel.Net and the customer. You can find this online at our web site: http://www.excel.net/support/contract.php.  Items 3 and 4 of this agreement seem most relevant to the discussion at hand regarding the early termination fees.  The service plan the customer signed up for is called our "Basic" plan and is meant to be just that.  It is intended for customers who browse web sites, use social media, might do some light gaming and the occasional downloading of music, updates and other information.  While it may be able to stream video in some cases that is highly dependent on the site they are streaming from, the quality of the video being streamed and the devices that are participating in this.  We always recommend for customers wanting to stream video that they go with our Family or higher plans.  This has the bandwidth needed to properly handle many of the video streaming sites and provides for a better experience for the customer.  As the customer mentioned on 7/1 they did indeed change plans to the Family plan which is more appropriate for the streaming of video.  On 7/3 we talked with the customer who stated they were still having issues, but when we worked with them were not able to reproduce.  They agreed to call in when they were having issues with the service which would allow us to look at more items while the problem was happening.  As you can guess it is difficult to "fix" a problem when you cannot see it happening.  On 7/7 one of our Tier 2 support checked back with them and was told that the service had worked well Sunday evening (7/5), but that they had not been using it much.  Again it was discussed that they would call in if there were further problems, they were not waiting for us to call them back.  The next call after that was 7/23 to cancel service as the customer mentions.  The cancellation was at the customers request and with our last contact being that it had been working and they would contact us if issues.  The account was canceled at their request which generated a $493.88 charge for the early termination.  Since that point additional late charges were added to the account bringing the current balance to $508.70.On 7/31 Tom called in asking to speak to a manager about the termination fees. He spoke with our office manager regarding this at which point she pretty much reiterated the information in the previous paragraph.  Most importantly being that our last contact with them was it was working fine and they would call in if the issues persisted.  Not being satisfied with that answer he asked to speak with her supervisor.  On 8/3 (Monday after his call Friday) I personally called Tom to discuss the matter after reviewing all of the information.   Again reiterated that I was sorry they were having issues, but to the best of our knowledge it had been working for them and then they just up and canceled.  He offered at this point to pay $100.00, which was not accepted.  I counter offered that we would be willing to adjust the agreement as if they had signed a one year term.  This would result in the $159.95 installation for that term being charged, the $200.00 early termination fee and then $10.00 for the months in a ONE YEAR agreement left.  While the exact amount was not calculated this would have saved the customer about $100.00 from the signed agreement amount and was simply a goodwill gesture.  The customer refused this offer and that brings us to where we are today.  We would still make this offer, but do not feel anything further can be offered.

We have attempted to look for this account by the name, address, phone number and e-mail address provided in the initial complaint.  However, we are not finding the account that this is associated with.  Once we have that information we will be able to provide the necessary documentation...

to address the request.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear belowI feel that given the amount of times that I was without service as stated in my complaint about the poor service I was getting, I am being more than fair by offering $200.00 for my decision to terminate this service.
If this is acceptable to them, I will send the payment and this case be dropped.    
Regards,
[redacted]

These images really do not provide the needed information and the customer has refused to work with our Tier 2 staff leaving us without the ability to help resolve the issues that they are experiencing.  Again there are many factors that impact speed including other users, background transfers (windows updates, AV updates, e-mail downloads,...) other devices on the network,...  Without our support staff working with the customer at the time these tests were taken it is impossible to say that one ore more than one of them was not impacting the customers test and therefore significantly skewing results.  The example that I typically use is one of a hose.  You can only push so much water through the hose based on the size of the hose (plan customer has).  If water is already flowing through the hose filling it (video streaming or any of the other items mentioned) then pushing more water (the speedtest) through is not possible and the results can appear to be poor even though in fact the hose (customer link) is working properly.  We have not been able to work with the customer enough to get to this point and determine the issues they are experiencing.  Our staff is still willing, but it will require involvement from the customer.

Customer is speaking MANY untruthful statements, and I am pained by the fact the Revdex.com just allows this to take place with no sort of filtering or auditing, but that appears to be their policy.   I verified customer was not told we are "ignoring" him and in fact we call customers back as quickly as we are able and in a timely fashion.  I also did not ask to remove the complaint, only to mark as resolved and to remove the comment which really has NO factual information and  simply is derogatory - again surprised the Revdex.com makes NO effort to patrol this and basically allows anybody to make any sort of comment about any business.  I have no issues with factual information being addressed, but do have issues with posts that are of this nature as I would hope most people would.  In fact my support staff JUST was talking with the customer today and customer was stating that he wanted to work through the problem that he is experiencing which of course we are happy to do.  The problem is that we need to be able to see the issue to help resolve the issue and have had problems with that.  Customers call today was while not on site and that makes it impossible to help troubleshoot through this.  He stated he will call in later today and hopefully we will be able to work with him on the problems he is experiencing.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Nothing was done to this point. I submitted alot of information and test results and did not hear back yet. I have proven and they know it they have oversold their capabilities again. Please see the attached peak hours and the after midnight test to see for yourself. As far as a open ticket. My account has had an open ticket many days in the last few months and they call when traffic is low and it seems to be working OK.  I doubt anything will be done and my service is still not working correctly. During high traffic my connection is not even at phone modem speed with a lot of lost packets, freezes and timed out connections. 
Regards,
[redacted]

While I agree with the customer that the process that needed to be completed is one that does not take much time, it is one being performed by our Tier 2 support people to insure correctness as this can cause complete lose of connectivity if not done correctly.  According to all of the calls...

logged to this account (we log 100% of calls) it was opened up on 7/15 for the change of MAC address.  What happened after that is the customer continued calling into Tier 1 support which then grabbed the ticket back to log the additional call information taking it from the Tier 2 queue.  This happened on 7/16 before the customer was called, then it was placed back to Tier 2.  On 7/17 @ 12:12pm our Tier 2 called and left a message which would have again explicitly said how to contact Tier 2.  On 7/18 (Saturday) twice customer called into Tier 1 causing the ticket to be pulled back to their support level and then pushed up to Tier 2.  Finally Monday the ticket was left in Tier 2 we called and spoke with customer and it appears the issue was resolved.I apologize for the issue and delay caused by this, unfortunately it can happen when a call gets escalated but the calls keep coming into the Tier 1 support desk as was the case here.  We are happy to issue a 5 day credit to the account as a courtesy and this will be done automatically.  If the issue is not resolved please feel free to contact our Tier 2 support staff and it will get resolved.  Thanks!

Many of the customers calls into our support were for the changing of his router and not at all related to service issues.  I had worked with our support and verified that the speeds the customers plan allowed for were able to be achieved from HIS radio to the tower.  We did MINIMAL...

troubleshooting with customer and the 10 logged calls in the support ticket have many where it was either us leaving a message or customer calling and not at home to work on the issues they were facing.  Many items affect speed that a customer receives, but we were not allowed to assist with determining the issue.  I spoke directly with customer and mentioned that we really had a number of items that had not been looked into at their end of things.  Then customer on their own cancelled service without trying to resolve any, the early cancellation fees apply.

It appears that Excel.net is missing the fundamental issue here.  What they are advertising is not what they are delivering. As stated in their own advertising, the Family Plan speed is supposed to be “Perfect for allowing multiple people to use the internet tobrowse, play games, stream SD video and music.” We simply did not experience this. Referring to a specific call my husband made to tech support, he was asked to test the speed of the system using a web site.  The response time was showing a rate close to advertised speed.  Yes, this included OUR equipment as part of this test all of which must have been working properly.  Yet, when while standing a mere five feet away from our router after this test, it took up to 20 seconds to load web pages on both a smartphone and an iPad.  However, when switching to the AT&T data plan on the iPhone, the loading of the web pages was immediate.  The tech support agent was unable to explain this issue.  This is the fundamental problem.Excel.net cannot have it both ways.  When rates are measured close to advertised speeds (while including our equipment in the test), Excel.Net somehow blames the problem on us when the WiFi cannot support basic services?  Excel.Net again cannot have it both ways saying that “the customer refused to work with us regarding any issue.”  Yet, for three years we both can reference emails and phone calls where we discussed the issues, upgraded from the Basic Plan to the Family Plan, tested the system and were referred to higher tech support.  It is agreed that due to our lack of residency at the lake house, these phone calls were spread out over time.  That is one of the reasons we did not cancel earlier. Excel.net refers to system upgrades that were needed.  Why were these upgrades never performed?  Why did Excel.net not make an appointment with us to make these upgrades on site, if needed?  If a booster could be a problem, why was this never indicated to us?  As an aside, thebooster actually helped.  These suggestions could have been made to us at any time.  Also, my husband works 10 minutes from the lake house so an appointment could have easily have been scheduled.  Finally, after a year and a half of limping along with a bad Basic Plan and another year and a half with a mediocre internet Family Plan and frustrations with solving the performance issues, we chose to disconnect the service.  While there were issues with dropped signals, slow response time, poor site coverage and even technical support, we have come to realize the main issue is that Excel.net cannot deliver what they are advertising.  No amount of system testing or software upgrades or technical support can fix that.When my husband called to cancel the service due to lack of performance, Excel.net did not even listen to the reasons, that is, lack of delivery of what was promised in the advertisement: allowing multiple people to use the internet to browse, play games, stream SD video and music.  Excel.net simply said “sorry, you are under contract” and that we owe them $300.  At that time my husband then “threatened” the use of legal action to remedy the situation.  When we received an invoice for the cancellation, I sent a letter to Excel.net explaining why we were canceling and that we did not owe any money since Excel.net did not uphold its end of the contract, that is, providing the service advertised.  After arranging return of the Excel.net equipment, Excel.net proceeded to send us another invoice with a penalty fee.  That is when I contacted the Revdex.com. We are willing to walk away from this mainly because we are very frustrated.  But we will not pay one penny more. As it is, we have not received our money’s worth.

We feel that our initial response contains the relevant information concerning this matter and customer's second message simply restates their initial filing.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Excel.NET has NOT been attempting to resolve my issue with the internet.  The person who wrote the response failed to mention that I had recently moved to second shift 6 months ago and had been attempting to resolve the problem since the year (1 year) before those 6 months.  I have several emails of documentation to prove that I have been sending screenshots of ping, jitter, and speedtests requested by their support staff.  I had ONLY recently began asked to speak to the [redacted] over these past few months as the regular support staff have not been able to resolve my issue.  After asking for the [redacted] after a year of not being able to resolve my issue, the support staff agent to me that the [redacted] said I was not worth their time as I am not important enough.  This information would upset any customer if they were told this.  Also, I was indeed informed of the credit we would receive on the account once the case is closed as the account [redacted] and myself are well aware of this as we have discussed this specifically with the billing department at their extension.  I have purchased 7 (seven) total routers over the past year and all of which were different brands and different price points, some of which commercial grade.  It is VERY unlikely that ALL 7 were defective or causing intermittent issues.  I have worked in the IT field and internet business solutions for over a decade and not only use the brand of equipment this company uses, but the same model equipment as well.  I currently setup, maintain, and provide internet outside my home area using the same network and DO NOT have these issues I do HERE.  I have done several tests with Excel on the phone and have the emails with dates and times to prove it.  There is an issue on the network clearly shown in the tracerts that have been sent.  This is NOT an issue I can resolve as it is not at my house.  I will attempt to contact your support team on an upcoming day that I have off or don't have to go in until later.  I am sure they will once again go through the same tests and we will both come to the same result and I will be told the same thing as I am always told. "I will need to escalate this to our administrator."  I will never hear back again until I call.  This account should have some level of priority.  Also, any IT person in this field will tell you that jitter needs to be under 50ms to even be heard.  I have always been taught from major providers in this country that ping should be under 10ms.  There are several VOIP websites that say that online simply by googling.  The link here [redacted] states anything over 50ms is cause for concern.  Ping I have never experienced as high as it gets here some days.  Every ISP will tell you that it shouldn't be triple digits.  EVER!  After my extensive testing with your network, I have reason to believe that you have a weak link between towers or you are overselling internet that is causing the packet issues.  I am not sure which as I don't have access to that information, but I am starting to believe it is a problem that I will never be able to resolve without choosing another provider.  I am noticing on other site people complaining about your bandwidth as well.  I will attempt to resolve this issue again with your support staff and see if there is something they can help me with.  Like I have said, I have over a decade of experience and knowledge with both internet and your brand of equipment.Regards,
Justin [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  After Three weeks and 20 phone calls. I am not sure what he means about not working with him. I asked him what an acceptable amount of time and or testing would be acceptable and he had no answer. Asked again and suggested 5 more time? 1 week? He said he didnt know.  I have used many diferent providers in different cities . It's usually a one day hookup. Its an old time business practice to put blame on the customer and not accept responsibility for your own deficiencies. Very sad and pathetic owner. Also he said his tech verified the speed. Not true. He only verified the strenth of signal, the tech asked to use my computer to check speed and it was not set up. Speed was never checked. And by hopis own admission, hes trying to make it sound like 12 mbs is acceptable.... Its not. I switched to time warner and they had me running at 50 mbs in 2 hrs for the same rate.  I try to always use local businesses, and there is always a bad egg in the bunch.   
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,